Bond not so able...

Since last year 3 December I've lodged a claim with nedbank at first it was said my papers were not received. To resend them February. The lady handling my claim was said to call me back since last week after I called to enquire. I took to the branch today to re call as the lady hasn't called me they sent her a message to call yet again as she was out of office. How does one claim for an insurance policy with nedbank?